Billing Mistakes
rmelinis2
Newbie

I recently ordered Verizon Fios Double Play Bundle afetr receiving numerous mailings pleading for me to come back to Verizon. I finally decided the price was right and it was cost efffective to switch from my local cable company. After ordering it online through the provided webpage and having it installed, my first bill arrived with the incorrect price for the Double Play bundle. I contacted Verizon by phone and after a lengthy conversation and after emailing a scan of my order confirmation, a credit was issued which brought my bill to the correct amount. The following month's bill comes and it still has the incorrect bundle price. It states the bundle includes "FIOS TV Preferred HD" and "FIOS internet 25/25" which is what I ordered, but the toatal price is $55 more than what I signed up for. Under "Specials and Promotions" there is a "Valued Customer" credit for $30. So, I am being overcharged by $25. After getting no response from an email that I sent to the cutomer service rep that I originally spoke with and sent the copy of the order confirmation, I called the customer service number and spoke with another rep. Hetold me that he could not change the billing, but it was :under investigation" and he would issue an "adjustment" credit for that month to get me to the correct amount.

Now I have received my third bill and the billing is still wrong. I have waited on hold for a rep for over forty minutes without getting through. I understand it is a Sunday night, but there is nothing in the "on hold" recording that tells you to call during normal business hours, so I have to assume it's a 24/7 call center. It's amazing that a huge phone company like Verizon doesn't even have a call in system that tells you how long the average hold time is. Their customer service and website ease of use is horrible!

As my bill is due today, I am going to go ahead and pay my bill in the amount that I know is correct, but that will probably lead to a late charge. I will proably have to fight to have that credited also.

I feel this is a "bait and switch" tactic that Verizon is using. It is clar cut on my order confirmation what I signed up for and the what the monthly charges would be. I can't believe that it is that complicated to update my account with the correct amount and/or credit on a permanbnt basis.

Am I the only one experiencing this? I doubt it.

If this is not resolved on my next billing cycle, I will try to file complaints with the New York State public service commission and the Attorney General's office. Maybe the local news media would also like to do a story on this.

From reading other post's like this, it seems that it generates a quick response from Verizon, so I am hoping this will be resolved quickly.

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Re: Billing Mistakes
LawrenceC
Legend

Hi rmelinis2,

Sorry you are having difficulty with your billing. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

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